Speaker A: Airline staff

Speaker B: Passenger

A: Good afternoon Sir/Mam, welcome to Brunei Airways. Please sit down.

B: Afternoon
A: My name is (airline staff first name), is there anything I can help you Sir/Mam?
B: Yes, I received an email from the airline and it says my flight got cancelled (angry voice)
A: Sir/Mam, I’m sorry for your inconvenience. May I know the booking code of your cancelled
flight?
B: WRT6LG (passenger spells the letter)
A: Thank you Sir/Mam, I will check your booking first. I’ve found your booking, flight from
Jakarta to Bandar Seri Begawan on July 15th 2022, depart from Jakarta at 0900 and arrived
at 1220. Passenger name is (passenger full name). Your flight is cancelled because the
planes used for the flight is currently under maintenance.
B: Why the airline didn’t explain it on the email!?? It just says my flight was cancelled!!!
A: On behalf of the airline. I am deeply sorry for the incovenience caused by the information
about the cause of the cancellation of your flight not available on the email.
B: Well you should!!, now about my flight, is there any solution for this!?
A: We can help you by reschedule your flight Sir/Mam.
B: Good!, the same date?
A: Yes Sir/Mam, there are two flight schedules available, first one departs from Jakarta at
1300 and the second one departs at 1900.
B: I choose the first one
A: Very well Sir/Mam, now I will reschedule your flight.
A: Sir/Mam, I have rescheduled your flight. Your flight will be on July 15th 2022, departs from
Jakarta at 1300 and arrived in Bandar Seri Begawan at 1620, passenger name is
(passenger full name).
B: Is there a fee for the reschedule?
A: None Sir/Mam, the reschedule is free of charge
B: Phew, if there’s a fee for the reschedule, I’m really pissed. Well then, you’ll send my new
ticket to my email right?
A: Yes Sir/Mam.
B: Alright then, thank you for your help. I really appreciate it.
A: Your welcome Sir/Mam, thank you for choosing Brunei Airways. Have a nice day. B: You
too.